Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
Also, to analyze the problem, it is important to get the logs. You could help us to reproduce the error and, once you find it, send us the logs.
After replicating, please share the app logs as well.
First:
Enable the creation of additional logs in the app:
In the ST app, go to “menu” > “settings”.
At the bottom of that page, you’ll find a section called “Troubleshooting”. Please, enable the option that says “Create Additional SmartThings Log”.
Restart the app
Then:
In the app menu, go to “contact us”
Then, tap on “Error reports”
On the opened page, tap 10 times on the title/label “What is the error about?” or until the prompt to create a log appears.
Click on “ok” and wait for the process to finish. Then, save the generated file in the place you prefer and share it with us at build@smartthings.com
same behavior here.
android works fine. tried on my iphone’s work phone and have the same issue - signed in to the same Samsung account and cannot see the devices.
Thanks Jkp, sadly I’ve tried going into developer mode as suggested on two iPhones (XR and 16 Pro Max) and an iPad (Air 4) and none of these offer developer mode Holding the About SmartThings seems to toggle but no additional menu appears. Looking online this seems to have been a recurring issue with the Samsung app on Apple devices.
I am experiencing exactly the same issue on my iOS devices.
My wife can’t see any devices on her account when she uses her iPhone 15, however it works fine on her work Android phone.
I can see my devices when I log into the cloud portal.
I have logged this with SmartThings Customer Service and it is currently with the developers to investigate. The fact that other users are experiencing the same issue, I hope they realise that there is an issue with the iOS app and they fix it asap.
Thanks Jonny, whilst I’m sorry you’re having the problem as well it proves that there’s something here that isn’t specific to our particular set ups. Like you Android devices are fine but all my iOS devices can’t see any devices on the network. Again everything is fine in the portal. Oh and interestingly old iOS 12 devices with an old version of the Smartthings app can see everything perfectly on the same network connecting to the same Smartthings system. It makes me think something has changed to do with network access in later versions of iOS but not something everyone with iOS devices experience. Hopefully the developers can find it!
Yes I agree. I’ve just tested it with an old iPad Mini with an old version of SmartThings that I haven’t updated for over a year, and like you’ve experienced I can see and operate all of my devices.
This is really frustrating as I have invested so much into my SmartThings setup and I need the app to control my Samsung Family Hub smart fridge and my Samsung robotic vacuum!
Hopefully the developers get to the bottom of it. I only started experiencing the issues after logging out of the app and logging back in! Deleting the app and doing a hard reset doesn’t work.
I have a brand new iPad that I’m about to setup as a new device, so it will be interesting to see if I can see my devices in a brand new install of the SmartThings app.
Hi JonnyT, I thought you might like to know that the Smartthings app on my iPhone and iPad has started working again. The version on both devices is 1.7.29.16.
Yes, I received a response from the developers earlier this week advising that they had identified the issue from my logs and they were working on a fix.
That”s brilliant Jonny, glad you got a response from the devs, for some reason I didn’t after initial contact but nonetheless fabulous that they’ve appeared to have found the issue.
Holding the About SmartThings seems to toggle but no additional menu appears. Looking online this seems to have been a recurring issue with the Samsung app on Apple devices.